Excellence as the Standard
Creating a Consistent Hospital Patient Experience
Featuring Sherry Nolfe, Chief Nursing Officer, Loma Linda University Children’s Health
Patient experience isn’t driven by grand gestures; it’s built in a thousand small moments, repeated every day.
Yet, in the daily whirlwind of staffing shortages and clinical demands, those moments are often the first to slip. Making a real, sustainable shift takes more than effort; it takes a proven system to hardwire those critical behaviors—rounding, responsiveness, communication, and discharge excellence—into the daily rhythm of care.
Join us to learn how to transform patient experience from an aspiration into a predictable, scalable outcome. In this session, we’ll explore:
- The Anatomy of a 45-Point Jump: A deep dive into how Sherry Nolfe, Chief Nursing Officer at Loma Linda University Children’s Health, utilized a proven system to move her hospital from the 40th to the 85th percentile in patient experience and sustained the jump.
- Operationalizing the Small Moments: How to move beyond vague goals and identify the two to three specific behaviors that have the highest impact on patient experience scores.
- Sustainability Amidst the Whirlwind: Strategies to maintain high-performance standards with competing demands and urgencies.
Reserve your spot now to discover how to create the organizational focus, clarity, and measurable momentum required to drive top-tier patient loyalty and clinical excellence
Registration details
| Thursday, April 23, 11:00 AM – 12:00 PM ET | Register |
About the Presenters:
Doug Puzey
Doug is a Regional Practice Leader responsible for leading the Execution Practice on the 4 Disciplines of Execution. He has over 20 years with FranklinCovey. He was one of the original four people on the ‘Atlanta Project’ to develop and build the 4 Disciplines of Execution. Many of the case studies in the book are from Doug’s work with organizations. His expertise is in the 4 Disciplines of Organization with a special focus on how to help organizations get quick results and then stick with it for many years. Doug has won almost every major award at FranklinCovey. He has worked with hundreds of organizations including Kroger, Memorial Hermann, the State of Colorado, Department Family and Child Services in LA, Amgen, Sally Beauty, Chick-fil-A, and so many more
Sherry Nolfe, DNP, RN
Ms. Nolfe has served Loma Linda University Health since 2005 and oversees all clinical operations for Loma Linda University Children’s Health. Sherry joined the LLU Children’s Hospital administration team in 2015, where she served as the Executive Director for Patient Care Services. Ms. Nolfe has 30 years of nursing experience and over 15 years of experience serving in various leadership roles within the organization. Since 2019, Sherry serves as the Chief Nursing Office for Loma Linda University Children’s Hospital. She holds a Doctor of Nursing Practice and Master of Science in Nursing with a concentration in Nursing Administration from Loma Linda University, School of Nursing.
Questions? Contact us today.
For additional information, contact Cheryl Anderson, Program Manager, at 801-817-6114, or email [email protected].